Helpdesk Tech Lead

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    "region": "NJ",
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    "url": "https://careers2-knipper.icims.com/jobs/7122/helpdesk-tech-lead/job",
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    "title": "Helpdesk Tech Lead",
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    "datePosted": "2024-06-06T18:44:43.216Z",
    "description": "<h2>Overview </h2>\n<p><strong><u>POSITION SUMMARY:</u></strong></p>\n<p><strong><u> </u></strong></p>\n<p>This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with: </p>\n<h2>Responsibilities</h2>\n<p><strong><u>KEY RESPONSIBILITIES: </u></strong></p>\n<p><strong><u> </u></strong></p>\n<ul>\n <li>Install, modify, and repair computer hardware and software.</li>\n <li>Test and repair faulty equipment. Replace component parts of computers and printers.</li>\n <li>Setup and deployment of new desktops, laptops, phones, and printers.</li>\n <li>Train workers in the use of new software and hardware.</li>\n <li>Support audio and video equipment in conference rooms.</li>\n <li>Manage incidents through Help Desk ticketing system.</li>\n</ul>\n<ul>\n <li>Handle escalated issues that level 1 support may not be able to handle.</li>\n</ul>\n<ul>\n <li>Responsible for managing and monitoring applications in support of the Help Desk which include:</li>\n <li>Patching and updating of laptops and workstations</li>\n <li>Anti-virus patching and compliance</li>\n <li>Microsoft Exchange access and creation of mailboxes and distribution lists</li>\n</ul>\n<ul>\n <li>Work with vendors to research and test new technologies</li>\n <li>Assist Network and Systems Administration</li>\n</ul>\n<ul>\n <li>Perform remote troubleshooting through diagnostic techniques and pertinent questions.</li>\n <li>Maintain computer hardware and software inventories and coordinate asset management tracking.</li>\n <li>Assist in adding, modifying and deleting users on the network.</li>\n <li>Assist with support of the wireless environment for the company-wide network. Support set up of Wi-Fi on laptops, RF guns and desktops.</li>\n <li>Assists with support of VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts.</li>\n <li>Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.</li>\n <li>Jira skillset to include the following:</li>\n <li>Creating and managing:</li>\n <li>Projects (company-managed vs team-managed) </li>\n <li>Custom fields </li>\n <li>Screens and screen schemes </li>\n <li>Issue types and schemes </li>\n <li>Configuring permissions and roles </li>\n <li>Setting up notifications and automation rules</li>\n <li>Using Jira Automation (rule builder) </li>\n <li>Writing logic </li>\n <li>Basic understanding of conditions, triggers, and actions</li>\n <li>Evaluating and installing apps from the Atlassian Marketplace </li>\n <li>Creating dashboards and filters (JQL – Jira Query Language) </li>\n <li>Building reports</li>\n <li>Managing access control to views and functions.</li>\n <li>Designing scalable permission schemes </li>\n <li>Handling compliance and audit needs</li>\n</ul>\n<p> </p>\n<p><strong><u> </u></strong></p>\n<p><strong>The above duties are meant to be representative of the position and not all-inclusive.</strong></p>\n<h2>Qualifications</h2>\n<p><strong><u>MINIMUM JOB REQUIREMENTS</u>:</strong></p>\n<p><strong> </strong></p>\n<ul>\n <li><strong>Education/Training:</strong> High school diploma/GED required, Associate Degree preferred or equivalent Technical Degree</li>\n <li><strong>Business Experience:</strong> 3+ years’ experience in an IT-related position</li>\n</ul>\n<p><strong> </strong></p>\n<p><strong><u>KNOWLEDGE, SKILLS & ABILITIES</u>:</strong></p>\n<ul>\n <li>Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products. </li>\n <li>Strong problem-solving skills and must be detail-oriented, thorough, and organized.</li>\n <li>Demonstrated customer service skills to ensure exceptional customer experience. </li>\n <li>Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory. </li>\n <li>Must have technical knowledge and experience with Windows Microsoft Office 2013 and 2016</li>\n</ul>\n<p><strong><u> </u></strong></p>\n<p><strong><u>PHYSICAL DEMANDS:</u></strong></p>\n<ul>\n <li>Ability to sit or stand for long periods of time if necessary.</li>\n <li>Ability to bend, reach and pull as necessary to meet daily demands of the job</li>\n <li>Ability to lift 30 lbs. unassisted.</li>\n</ul>\n<p>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p>",
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          "postalCode": "08873",
          "addressRegion": "NJ",
          "streetAddress": "270 Davidson Ave",
          "addressCountry": "US",
          "addressLocality": "Somerset",
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    "validThrough": "2027-06-06T18:44:43.216Z",
    "employmentType": "FULL_TIME",
    "hiringOrganization": {
      "name": "CareTria",
      "@type": "Organization",
      "sameAs": "www.knipperx.com"
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    "occupationalCategory": "Information Technology"
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